ServiceNow Engineer

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Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success, we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail and supply chain.

We are currently looking for a ServiceNow specialist with a proven track record in the IT industry. This is an exciting opportunity to expand your skill set, achieve job satisfaction, and maintain work-life balance. More details as below.

Role : ServiceNow Specialist

Location: UK

Role Type : Contract

Work Setup : Remote

Responsibilities:

1. Request Process Support: Ensure the fulfillment of all Service Requests according to defined SLAs/OLAs, proactively escalating when at risk of breaching, including handling complex request catalog items not covered by AMS support.
2. Collaborate with Service Desk and Ops Teams for Request Management activities.
3. Ensure Global IT Production Services and partners follow the Request Management process correctly.
4. Govern Request Catalogues, Forms, & Workflows to maintain currency and consistency.
5. Develop automation across Request Management workflows to enable faster fulfillment and self-service experiences.
6. Deliver training related to Request Management to IT delivery teams.
7. Identify and manage continual improvement opportunities from process, tooling, and organizational perspectives.
8. Provide reports and management communication to ensure timely fulfillment of Service Requests.
9. Resolve stakeholder escalations as required.
10. Identify tooling opportunities to enhance the process.
11. Sponsor, design, and change manage the process and its metrics.
12. Ensure process documentation is current and available.
13. Define policies and standards for the process.
14. Audit the process periodically for compliance.
15. Review and update the process strategy as needed.
16. Communicate process changes to stakeholders.
17. Support activities throughout the service lifecycle with appropriate resources.
18. Review opportunities for process enhancements to improve efficiency and effectiveness.
19. Address issues in process execution.
20. Own and manage the process roadmap.
21. Identify improvement opportunities for the CSI Register and work with managers to prioritize them.

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